OBJECTIVE

• I am seeking a position within the Technical Support department, possibly as an interface between the Customers and the Developers.

SUMMARY

• Trained competence through certification as Certified Confidential Engineer (CNE), Microsoft Certified System Administrator (Messaging), Cisco Certified Network Associate (CCNA), ITIL V3 Foundations, Confidential Certified Professional (VCP)
• Core competence Installation & Service Support of IT Infra - structure & Network as well as Customer Service Support on various Information Services & Products
• Skilled at Leading & Mentoring of Support Resources
• Adept at Managing Global Customer Relation ensuring Highest Quality Level of Timely Service Support on Network, System & Application Software
• Cohesive Team Member with Fast Learning Ability along with strong analytical, problem solving, innovation, trouble shooting, planning, organizational, presentation, communication, negotiation & interpersonal skills

PROFESSIONAL EXPERIENCE

Confidential

Senior Technical Support Engineer

Responsibilities:

• Accountable for the maintenance of the Confidential Collaboration Suite at the Customer site as well as the maintenance of a good customer relationship by ensuring customer satisfaction for the SLAs.
• Accountable for the Operations to maintain global customer relationships by ensuring customer satisfaction for Confidential Collaboration Suite.
• Involved in continuous improvement in business/service/project processes to enhance customer satisfaction.
• Accountable for performing GroupWise to Confidential migrations on various platforms.
• Involved in intensive co-ordination activities for synchronizing Development team with the Customer Requirements.
• Performing day-to-day escalation & customer management initiatives including, team performance monitoring, training requirement review, training, motivation, etc.

Confidential

Technical Support Engineer

Responsibilities:

• Accountable for the maintenance of the Confidential ITBM Architecture at the Customer site as well as the maintenance of a good customer relationship by ensuring customer satisfaction for the SLAs.
• Accountable for the Operations to maintain global customer relationships by ensuring customer satisfaction for Confidential IT Business Management Suite.
• Involved in continuous improvement in business/service/project processes to enhance customer satisfaction.
• Performing day-to-day escalation & customer management initiatives including, team performance monitoring, training requirement review, training, motivation, etc.

Confidential

Senior Technical Support Engineer

Responsibilities:

• Accountable for the maintenance of the Confidential Architecture at the Customer site as well as the maintenance of a good customer relationship by ensuring customer satisfaction for the SLAs.
• Accountable for the Operations to maintain global customer relationships by ensuring customer satisfaction for Confidential Products on Confidential GroupWise Messaging Architectures.
• Mentoring a team of 23 Level 2 Engineers to achieve objectives as set by the organization, including targeted KPIs
• Establishing Mentoring and Escalation policies, training, defining & managing KPI.
• Involved in continuous improvement in business/service/project processes to enhance customer satisfaction.
• Performing day-to-day escalation & customer management initiatives including, team performance monitoring, training requirement review, training, motivation, etc.
• Providing support to customer on high end mobility solutions.
• Backup Manager for the team handling all the managerial responsibilities.

Confidential

Executive Technical

Responsibilities:

• Auditing of current IT infrastructure and planning for the future as per the industry standards.
• Projecting upcoming in-house and project IT infrastructure requirements.
• Archiving and Indexing of way laid in-house projects.
• Overlooked all IT requirements of the software development team.